Operations Supervisor II

Operations Supervisor II

The Operations Supervisor II is responsible for the operational management and leadership of two retail locations in the assigned region. This position is accountable for productivity, quality, and high customer service standards within the respective assigned locations.

Essential Duties/Responsibilities:

• Practices exceptional service with customers using available training programs and measurement tools.
• Uses numerous software applications to accomplish daily tasks and assists with training other employees on these programs as needed.
• Supports operational needs, such as, but not limited to, processing daily transactions, wires, ATM settlement, vault balancing, safe deposit box entry/exit functions, basic fraud detection, and location security.
• Provides customers with information on deposit accounts, rates, service charges, restrictions, and other relevant account information.
• Performs and/or verifies compliance with all location audits, as well as acting as the primary contact for operational audit items.
• Responsible for location and staff adherence to Alpine Bank customer service initiatives.
• Supports in open/closing procedures as needed.
• Acts as a back-up for CARE training within the assigned region.
• Collaborates with other areas in the bank to develop best practices for successful banking operations.
• Practices exceptional service with customers and handles escalated customer concerns.
• Sets goals for location and staff that are aligned with regional and bank-wide goals.
• Monitors adherence to budget of the location.
• Reviews customer surveys with team leaders, to develop coaching and feedback plans, ensuring a high level of customer service standards.
• Regular and reliable on-site attendance is required as an essential function of this position.
• Performs other duties as assigned.

Supervisory Duties:

• Supervises Retail Operational staff including, but not limited to, Customer Service and Personal Banking Representatives, and Operations Specialist.
• Monitors staffing and scheduling; make staffing adjustments and recommendations as necessary.
• Resolves customer and employee complaints.
• Oversees training in the department business line to ensure quality and accuracy.
• Coordinates and oversees all aspects of talent management, including hiring, performance reviews, recognition, disciplinary actions, and terminations.
• Assists with professional development plan.
• Has the ability to give overrides and audit drawers.

Job Qualifications:

• Extensive proven operations and leadership experience.
• Possesses outstanding oral and written communication skills.
• Ability to resolve issues, even in escalated situations.
• Highly skilled in problem solving and analytical ability.
• Ability to manage multiple tasks in a fast-paced environment.
• Strong mathematical and cash handling skills.
• Highly skilled in Microsoft Office programs and Adobe Acrobat.
• High quality organizational and administrative skills.
• Advanced understanding and application of banking compliance regulations.
• Understands and demonstrates the importance of the ability to maintain confidential information.
• Expert knowledge of the daily location functions and duties.
• Proficiency in interviewing and selection of applicants.
• A customer Service oriented individual.
• Able to make effective decisions using rational and analytic thinking.
• Strong interpersonal competencies.
• Results-oriented mindset and focused, with excellent time management skills.

Education or Formal Training:

• High School Diploma or General Education Diploma (GED) equivalent required.
• Completion of Alpine Bank Advanced New Accounts training required.
• Dormant A status preferred or obtained within 3 months of hire.
• Possession of, or ability to obtain, a valid State of Colorado Driver's License is required.
• Possession of, or ability to obtain, a valid Notary Public is a plus.

The successful candidate will need to obtain the following training based on availability:

• Alpine Bank Supervisory Training.
• Alpine Bank HR Toolkit.
• Alpine Management Academy.
• Alpine Bank Development Academy.
• Alpine Bank Commercial Banking Workshop.

Experience:

• A minimum of two (2) years working as a Personal Banking Representative II, Lead CSR or PBR, or Operations Specialist; or
• Three (3) years of experience working on frontline at a financial institution, preferred.
• Previous cash-handling and/or customer service experience required.
• An equivalent combination of education and experience may be substituted on a year-to-year basis.

Working Conditions:

Working Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, filing cabinets, and multifunction printers. There are prolonged periods of standing and/or sitting in a generally fast-paced environment. Some evening and weekend hours will be included. Occasional travel may be required.

Physical Activities:

These are representative of those which must be met to successfully perform the essential functions of this job.

Physical demands of standing for long periods of time, good eyesight and hand/finger dexterity, and ability to remain calm and professional with upset customers. May spend significant time doing computer work, with repetitive motion likely. While performing the duties of this job, the employee is regularly required to talk and hear. Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus. Employee may have to lift up to 75 pounds.

Note: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.

Starting Rate of Pay is between $27.25 to $32.25 per hour, depending on experience.